Front Desk Supervisor | Courtyard, Sea-Tac

About the role

This position is responsible for the supervision of front desk operations; assisting guests upon check-in/out, processing reservations in a friendly, professional and timely manner, while following CSM high standards of quality to ensure guest satisfaction. Effective supervision of assigned staff to ensure guest satisfaction, positive employee relations and achievement of overall financial results. Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable. Works side by side with staff to train and model appropriate guest service standards. Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations. Anticipates and responds to guests in a friendly and positive manner.

Responsibilities

• Process check-ins and check-outs, verify billing, create reservations, and process special requests.
• Affords assistance to guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Achieves business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
• Interviews, hires, coaches, and develops front office associates.
• Evaluates staff performance and coaches to ensure standards are met.
• Works in conjunction with manager to deliver discipline/corrective action and make termination decisions.
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees.
• Ensures all required training for department employees is completed and training records are maintained.
• Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results.
• Utilizes available resources and adheres to CSM training policies.
• Promotes collaboration and positive, professional work environment.
• Assists in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
• Follows proper selling techniques and ensures strategies are utilized to maximize room revenues.
• Maintains room availability, follows restrictions, and all booking policies and procedures.
• Drives sales and maximizes revenue by up-selling rooms and amenities.
• Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
• Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.

Requirements

• High attention to detail, good communication skills and leadership ability.
• Excellent organization skills, a high degree of creativity to facilitate efficient problem solving.
• Ability to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines.

Qualifications

• 2+ years prior guest service experience required, preferably in a hospitality setting.
• Basic computer knowledge and excellent verbal skills needed.
• Attention to detail, customer focused and the ability to perform job duties in a fast paced environment.

Skills

• Education: High school diploma or equivalent required, some college or college degree preferred.

Benefits

Not specified.

Pay

Rate: 26.00 - $28.00 per hour

Schedule

Not specified.